Ratings & Reviews content management
Use the Ratings & Reviews content management tool and its powerful filtering options to:
- Quick search, filter, or sort reviews
- View review content
- Respond to consumer reviews
- Approve and reject consumer reviews
Get started
Watch this short video to learn more about working with the Ratings & Reviews content management tool.
To start using Ratings & Reviews:
- Sign in to the Bazaarvoice Portal
. - From the Portal menu
, select Ratings & Reviews.
Required solutions and roles
To use Ratings & Reviews, you must be assigned the following:
| Solution: | One of these roles: |
|---|---|
| Ratings & Reviews |
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Learn more about Portal users and permissions.
Search or filter reviews
When you sign in to Portal and select Ratings & Reviews, you can search, filter, or sort your review content from the list view that appears.
The list view
The following illustration highlights the key elements in the list view:
| Label | UI element | Label | UI element |
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Quick search
The list view includes a search bar that allows you to search by keyword, product ID, or review ID.
- To search for reviews of a specific product: In the list view, apply any filters or sorting, then enter the product ID or keyword in the search field and press Enter.
- To find a specific review: In the list view, select Clear all to clear any active search filters, then enter the review ID in the search field and press Enter.
The following illustration highlights some of the key features of the search and filter area:
| Label | UI element |
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Sort reviews
In the list view, from the drop-down list, select one of the following:
- Sort by rating: Low to high or High to low
- Sort by date: Old to new or New to old
Filter reviews
To find your content, select a filter category, for example, date, moderation status, or product content. Filtering makes it easier to find and manage your reviews. You can set up and save multiple personal filters to optimize your workflow.
To apply filters:
- In the list view, select the filter category you’re interested in.
- Select your filter criteria, and enter any information required.
- Select Apply and close.
A—Filter category (Content) open, with filter value and criteria selected (1 star rating)
The following table shows the filter categories and values you can apply:
| Filter category | Filter values and additional criteria |
|---|---|
| Date | Select one:
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| Content | Campaign ID: Select a web or email campaign source, or enter a custom campaign ID. |
| Featured: Select Featured reviews | |
| Locale
If you manage more than one locale, your locales will be listed. Select one or more. For example:
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| Rating
Select one or more:
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| Responses
Select one or more:
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| Review IDs: Enter at least one review ID. | |
| Visual content
Select one or more:
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| Products | Product: Enter product names or IDs as required. |
| Category: Enter category names or IDs as required. | |
| Brand: Enter brand names or IDs as required. | |
| Moderation | Moderation status
Select one or more:
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Moderation codes: Select one or more codes from the list. You can also select No moderation codes. |
| Contributor | Review contributor: Enter contributor names or IDs. |
Set up a personal filter
- Select the filter values and criteria you need.
- Select Apply and close in each filter category you define.
- Select Save filters. A pop-up window appears.
- Enter a unique name for your personal filter and select Save.
- Select Share filter with all users to make your personal filter available to everyone in your instance.
Saved filters will appear in the Saved filters drop-down list.
Note: Saved filters will appear in a drop-down list in the upper-left corner of the list view.
A—Saved filters drop-down
Delete a filter
- In the saved filters drop-down list, find the filter you want to delete.
- Hover over the name of the filter you want to delete so that it is highlighted in the list.
- Select the trash can icon to delete the highlighted name.
Manage reviews
Open the detail view to read reviews, inspect visual content, and explore comments and helpfulness votes contributed by consumers. You’ll also find product and reviewer information.
You’ll need to open up the detail view to perform content management tasks such as responding to reviews, adding notes, and moderating content.
To open up the detail view: Select the title of any review. Or Select View details.
The following illustration of the list view highlights the two ways of opening the detail view:
A—Review title B—View details
The detail view
The following illustration highlights the key elements in the detail view:
| Label | UI element | Label | UI element |
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Navigate between reviews
To navigate quickly through reviews:
- From the list view, select either the review title or View details.
- Within the detail view, select Next to go to the next review or select Previous to go back to the previous review.
View secondary ratings
Secondary ratings provide a snapshot rating of your product’s attributes or qualities. For instance, rating attributes like quality, design, and value for money for an exercise bike can help consumers decide which bike is most suitable for their needs. Secondary product ratings appear below the review stars in the detail view, which is highlighted in the following image:
Key benefits
Secondary ratings
- Offer greater details about product qualities, which helps consumers make better purchase decisions.
- Pinpoint areas where you fall short as a brand, allowing you to improve your products.
Product-specific questions
To enable consumers to rate specific qualities of your products, add product-specific questions to your review submission form.
For example, in addition to asking a consumer to write a review, you may want them to rate your products on attributes like Comfort, Ease of use, Delivery, or Price on a standard 1-5 rating scale.
You can customize the rating slider with different rating scales, such as 1-3, 1-5, or 1-7. Additionally, you can customize the rating scale values to meet your specific requirements. For example, if you want to create a Customer Service rating slider, you can define unique rating labels like Poor, Average, and Excellent.
View visual content
If a review contains attached photos or videos, they will be displayed as a link underneath the review text in the list view.
To view the content:
- Select the link. The video and photo thumbnails will appear.
- Select Expand and view to inspect the visual content.
Alternatively, you can select either the review title or View details, then scroll to the photo or video thumbnails and select Expand and view.
View product details
When you select either the review title or View details to open a review, you can view information about the product itself.
The following information is displayed in the Product details panel on the left side of the review:
- Product ID
- Product category
- Category ID
- Brand ID
- Brand
- Product description. Select Show description to view.
View reviewer details
Under the Review contributor panel to the left side of the review, you can view the following information:
- Contributor badge
- Reviewer name (redacted)
- Reviewer email address (redacted)
- Reviewer ID (redacted)
- Reviewer’s location (if provided)
View consumer comments
When you select either the review title or View details to open a review, you can read any comments that have been added by shoppers who have read the review.
- If any comments are attached, the number will be shown in the panel to the right of the review.
- To read the comments, select Jump to comments.
View helpfulness votes
In the panel to the right of the review, you can view the number of helpfulness votes registered by shoppers who have seen the review.
- A thumbs-up icon is displayed above the number of votes registered by consumers who found the review helpful.
- A thumbs-down icon is displayed above the number of votes registered by consumers who found the review unhelpful.
View additional information collected through customized questions
If your review submission forms include customized questions, the additional information you collect from contributors will be listed directly below the review text in the detail view.
Respond to reviews
Your public responses to customer reviews can help create a positive image of your brand. For example, when you post helpful responses to negative feedback, shoppers can see that you’re attentive to customers.
Post response to a review
You must provide your department’s name, when responding to a review. This adds credibility to your review responses.
(Optional) Search for a review, or apply desired filtering to your reviews list.
- Select either the review title or View details to open the review.
- Read the review and enter your text in the Your response text field.
- Under Your details, select Add responder details. The Add details dialog appears.
- Enter your Department name.
- (Optional) Enter your public display name, and select Save.
Tip: If you have any saved response names, you can select one from the drop-down list. A new response name will also appear within the drop-down list.
- To save your responder’s details, select Save.
- To post your public response, select Add.
Note: Your response will now appear with the review on your site. Depending on your distribution package, the updated review can also be syndicated either to the site of a selected retailer or to all retailers in the Bazaarvoice Network.
Delete responder details
- Search for a review, filter reviews, or sort your reviews list.
- Select either the review title or View details to open a review.
- Find the responder details you want to delete from the alphabetically ordered drop-down list.
- Hover over the responder details you want to delete so that they’re highlighted.
- Select the trashcan icon to delete the highlighted details.
Edit a response
After a response is posted, you can edit it.
- Search for a review, filter reviews, or sort your reviews list.
- Select either the review title or View details to open the review.
- Select Edit under the response you wish to change.
- Make your changes and select Update.
Delete a response
After a response is posted, you can edit or delete it.
- Search for a review, filter reviews, or sort your reviews list.
- Select either the review title or View details to open the review.
- Select Delete under the response you wish to remove and confirm that you want to permanently delete the response.
Add internal notes
In the Detail view, you can add notes that will be visible to your team members. Adding internal notes can be a useful way of recording your comments about the content of the review or any responses that have been posted.
To add internal notes:
- Search for a review, filter reviews, or sort your reviews list.
- Select either the review title or View details to open the review.
- Read any existing entries under Internal notes.
- Enter your note in the text field and select Add.
Contributor badges
Contributor badges are labels that highlight reviewers who have submitted significant or helpful product reviews. Your consumers are more likely to be influenced by reviews written by an Expert contributor. Badges add credibility to your product reviews.
Ratings & Reviews in Portal displays the following badge types:
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Staff (affiliation badge)
Highlights the reviewer has an affiliation with the product or retail organization, or is employed by your company.
- Top contributor (merit badge)
Awarded to reviewers based on the quantity and helpfulness of submitted reviews. These badges are automatically calculated and applied daily.
- Top contributor—This is the highest ranking contributor badge.
- Top 10 contributor—Indicates the top 10 contributors of useful content.
- Top 25 contributor—Indicates the top 25 contributors of useful content.
- Top 50 contributor—Indicates the top 50 contributors of useful content.
- Top 100 contributor—Indicates the top 100 contributors of useful content.
- Top 250 contributor—Indicates the top 250 contributors of useful content.
- Top 500 contributor—Indicates the top 500 contributors of useful content.
- Top 1000 contributor—Indicates the top 1000 contributors of useful content.
- Expert
Highlights the reviewer has a high level of expertise or experience with your products or services.
Featured reviews
To highlight content that is helpful to your consumers, you can mark reviews as Featured. Featured reviews will have a Featured label both in the content management solution and on your website.
To feature a review:
- Search for a review, filter reviews, or sort your reviews list.
- Select either the review title or View details to open the review.
- Read the review and view any included visual content.
- Switch on the Feature this review toggle.
The Featured label appears above the review title.
Incentivized reviews
You must inform consumers when reviews are incentivized. To highlight that a reviewer received an incentive in exchange for a review, you can add an Incentivized review icon and label. An incentive might include a free or discounted product or service, an entry into a sweepstakes, or loyalty reward points.
Bazaarvoice is committed to content authenticity. We believe consumers have a right to trust the reviews they read. Refer to the Bazaarvoice Authenticity Policy for information about content authenticity guidelines.
Moderate reviews
All user-generated content (UGC) in the Bazaarvoice Network goes through a rigorous moderation process. Ratings & Reviews content management allows you to see the outcome of the Bazaarvoice moderation process for each collected review. You can see whether reviews were approved or rejected by Bazaarvoice, and the reasons why they were rejected. You can also approve reviews, apply moderation codes, and reject reviews if the content violates Bazaarvoice guidelines.
Moderation status labels
Each review is labeled with a moderation status: APPROVED, REJECTED, or PENDING. The moderation status label is displayed above the title of each review, both in the list view and in the detail view. The date and time of Bazaarvoice moderation are displayed beside the moderation status label.
- APPROVED—Either the Bazaarvoice moderation process has approved the review, or it has been approved in Ratings & Reviews by a member of your team. Content with this label is currently displayed on your site. If you have a distribution package, approved content is eligible for syndication to other sites in the Bazaarvoice Network.
- REJECTED—Either the Bazaarvoice moderation process has rejected the review, or it has been rejected in Ratings & Reviews by a member of your team. Content with this label is not currently displayed on your site. If you have a distribution package, rejected content is not eligible for syndication to other sites in the Bazaarvoice Network.
- PENDING—The UGC has not yet passed through the Bazaarvoice moderation process, which determines whether reviews are approved or rejected. Content with this label is not currently displayed on your site. If you have a distribution package, pending content is not eligible for syndication to other sites in the Bazaarvoice Network.
Moderation codes
Add moderation codes to indicate the specific reasons why you approved or rejected a review.
- Reviews rejected by Bazaarvoice moderation will always be tagged with at least one moderation code.
- You can add moderation codes to your reviews after you’ve read them and inspected any visual content.
- Moderation codes are displayed in both the list view and the detail view.
For more information about the moderation codes used for tagging reviews in the Bazaarvoice Network, learn about our moderation process.
Approve and reject reviews
You might want to check that the Bazaarvoice moderation process is working as you expected, and that content is being approved or rejected correctly. To do this efficiently, set up a custom filter to find the set of reviews you’re interested in.
Before deciding whether the UGC was moderated correctly, use your saved filter to:
- Navigate through the reviews
- Read the text
- Inspect any visual content
for more information about content authenticity requirements.Approve reviews
- Select either the review title or View details to open a review.
- Read the review and view any included visual content.
- (Optional) In the panel to the right of the review content, select Edit moderation codes, add any appropriate tags, and select Apply.
- Select Approve to approve a review for publication and syndication. Make sure you’ve viewed images and video content before approving a review.
Reject reviews
To reject a review:
- Select either the review title or View details to open a review.
- Read the review and view any included visual content.
- (Optional) In the panel to the right of the review content:
- Select Edit moderation codes and add a moderation code to indicate your reason for rejecting the review.
- Under Internal notes, add a note to explain why you’re rejecting the review.
- Select Apply.
- Select Reject to remove the review from your site. If your reviews are syndicated, the rejected review will no longer appear on any other sites within the Bazaarvoice Network.
